Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kevinwang on April 15, 2010, 07:42:08 PM
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I customized a tab frame in interaction-information for GAD，where agent can attach disposition code as user data，
I defined these disposition codes in cma's business attribute, this field is also a user defined field of calling list.
My question is how to update user defined field in calling list after applying the selection of dispostion code as user data?
Is there any callling list related class or method in AIL I can use to do this?
because when agent markdone a outbound call, predefined callling list fields like call result, do not call, call time etc will be updated automatically.
there must be some easy way to do this other than using basic jsp sql way, I mean, open a db connection, statement, resultset...close db connection..
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Ｉchecked the JAVA AIL SDK, should I use OutboundRecord interface, under which there are many field get/set method.
Has anyone ever done this?
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my question changed, my new question is how I can get the instance of this class OutboundRecord by interaction id?
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Hi Kevin
The code below should work but I haven't had a chance to test it.
[code]Agent agentExample = (Agent) myAilFactory.getPerson("Agent_ID");
Interaction myInteraction = myAilFactory.getInteraction(...interaction ID...);
OutboundService myOutboundService = agentExample.getOutboundService();
OutboundChain myOutboundChain = myOutboundService.getChain(myInteraction);
OutbounRecord myOutboundRecord = myOutboundChain.getActiveRecord();
[/code]
R.
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Thank you very much, It seems right, I will try it.
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I tried , but there is a java.lang.NullPointerException error for
OutboundService myOutboundService = myAgent.getOutboundService();
any suggestion?
org.apache.jasper.JasperException: Exception in JSP: /custom/apply-codes.jsp:27
24: /* Code for calling list update */
25:
26: Agent myAgent = (Agent)factory.getPerson(userName);
27: OutboundService myOutboundService = myAgent.getOutboundService();
28: OutboundChain myOutboundChain = myOutboundService.getChain(interaction);
29: OutboundRecord myOutboundRecord = myOutboundChain.getActiveRecord();
30:
Stacktrace:
org.apache.jasper.servlet.JspServletWrapper.handleJspException(JspServletWrapper.java:451)
org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:373)
org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:329)
org.apache.jasper.servlet.JspServlet.service(JspServlet.java:265)
javax.servlet.http.HttpServlet.service(HttpServlet.java:803)
com.genesyslab.uadthin.filter.CachePreventFilter.doFilter(CachePreventFilter.java:30)
com.genesyslab.uadthin.filter.UTF8Filter.doFilter(UTF8Filter.java:127)
root cause
java.lang.NullPointerException
org.apache.jsp.custom.apply_002dcodes_jsp._jspService(apply_002dcodes_jsp.java:76)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:98)
javax.servlet.http.HttpServlet.service(HttpServlet.java:803)
org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:331)
org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:329)
org.apache.jasper.servlet.JspServlet.service(JspServlet.java:265)
javax.servlet.http.HttpServlet.service(HttpServlet.java:803)
com.genesyslab.uadthin.filter.CachePreventFilter.doFilter(CachePreventFilter.java:30)
com.genesyslab.uadthin.filter.UTF8Filter.doFilter(UTF8Filter.java:127)
note The full stack trace of the root cause is available in the Apache Tomcat/5.5.25 logs.
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Hi Kevin,
I have no chance to test it so just few ideas...
Could you check that myAgent object is returned = it is not null?
Is Outbound Contact Server listed on Connection tab of GDesktop application?
Is there any error in GDesktop log?
R.
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I guess I missed this code: document.forms.xxxxx.elements.userName value = userName in custom.xml
but , I haven't got a chance to test it.
Thank you very much. your suggestion is very valuable.
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There is an exception error on line 29.
28: OutboundChain myOutboundChain = myOutboundService.getChain(interaction);
29: OutboundRecord myOutboundRecord = myOutboundChain.getActiveRecord();
it seems I got the OutboundChain instance correctly, but why there is an NullPointerException in 29?
because getActiveRecord() doesn't need any parameter, if OutboundChain is no problem, there should not be a problem with getActiveRecord().
Am I right?
message
description The server encountered an internal error () that prevented it from fulfilling this request.
exception
org.apache.jasper.JasperException: Exception in JSP: /custom/apply-codes.jsp:29
26: Agent myAgent = (Agent)factory.getPerson(userName);
27: OutboundService myOutboundService = myAgent.getOutboundService();
28: OutboundChain myOutboundChain = myOutboundService.getChain(interaction);
29: OutboundRecord myOutboundRecord = myOutboundChain.getActiveRecord();
30:
31:
32: /* Apply disposition code in interaction
Stacktrace:
org.apache.jasper.servlet.JspServletWrapper.handleJspException(JspServletWrapper.java:451)
org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:373)
org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:329)
org.apache.jasper.servlet.JspServlet.service(JspServlet.java:265)
javax.servlet.http.HttpServlet.service(HttpServlet.java:803)
com.genesyslab.uadthin.filter.CachePreventFilter.doFilter(CachePreventFilter.java:30)
com.genesyslab.uadthin.filter.UTF8Filter.doFilter(UTF8Filter.java:127)
root cause
java.lang.NullPointerException
org.apache.jsp.custom.apply_002dcodes_jsp._jspService(apply_002dcodes_jsp.java:78)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:98)
javax.servlet.http.HttpServlet.service(HttpServlet.java:803)
org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:331)
org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:329)
org.apache.jasper.servlet.JspServlet.service(JspServlet.java:265)
javax.servlet.http.HttpServlet.service(HttpServlet.java:803)
com.genesyslab.uadthin.filter.CachePreventFilter.doFilter(CachePreventFilter.java:30)
com.genesyslab.uadthin.filter.UTF8Filter.doFilter(UTF8Filter.java:127)
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[quote author=kevinwang link=topic=5472.msg23885#msg23885 date=1271697020]
There is an exception error on line 29.
28: OutboundChain myOutboundChain = myOutboundService.getChain(interaction);
29: OutboundRecord myOutboundRecord = myOutboundChain.getActiveRecord();
it seems I got the OutboundChain instance correctly, but why there is an NullPointerException in 29?
Maybe I didn't get OutboundChain instance correctly?
the following I got from AIL SDK:
getChain(Interaction ixn)
Returns the outbound chain associated with the given interaction, or null, if this interaction has no outbound information.
But this is really a out bound interaction, why no outboundchain returned?
Kevin
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Kevin,
Please double-check that myOutboundChain is not null. There should be no exception raised in case getActiveRecord() returns NULL as you're not using this object. Exception is thrown when you try to use NULL object.
Please check as well that variable "interaction" points to valid instance of Interaction class.
R.
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Hi ,rene,
thank you very much for your reply.
I can't get an OutboundChain instance by myOutboundService.getChain(interaction);
So I checked interaction, I found its interaction.Type is Phone_call.
Because getChain() method returns the outboundchain assoiciated with the given interaction, or null, if this interaction has no outbound information. So I doubt if the Interaction.TYPE is not correct?
If the interaction is a outbound call, What type of interaction should be?
PHONE_CALL_OUTBOUND?
Kevin
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Hi Kevin,
Yes, call type should be outbound. If it is inbound then the getChain() method returns null as there is no outbound service available.
How do you generate the calls?
R.
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there is a campaign running, dialing mode is perdictive with seizing, only one record in calling list (just for testing),
I mean I am very sure call was generated by ocs.
kevin
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However, in GAD, when there is call coming, the arrow indicates it's a inbound call, and phone number is a port number for cpd.(this is a testing environment, no other call possible).
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I made some progress, I got the outboundrecord instance, and be able to get pre defined calling list filed value, but when I tried to setCustomField("WrapUpCode",a); there is an outboundserviceexception.
"Record already processed?"
OutboundServiceException (OutboundService: On) of type Record already processed
com.genesyslab.ail.core.outbound.OutboundServiceImpl.executeAgentRequest(OutboundServiceImpl.java:911)
com.genesyslab.ail.core.outbound.OutboundRecordImpl.update(OutboundRecordImpl.java:191)
com.genesyslab.ail.core.outbound.OutboundRecordImpl.setCustomField(OutboundRecordImpl.java:440)
com.genesyslab.ail.core.outbound.OutboundRecordImpl.setCustomField(OutboundRecordImpl.java:401)
org.apache.jsp.custom.disposition_002dcodes_002dview_jsp._jspService(disposition_002dcodes_002dview_jsp.java:86)
org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:98)
javax.servlet.http.HttpServlet.service(HttpServlet.java:803)
org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:331)
org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:329)
org.apache.jasper.servlet.JspServlet.service(JspServlet.java:265)
javax.servlet.http.HttpServlet.service(HttpServlet.java:803)
com.genesyslab.uadthin.filter.CachePreventFilter.doFilter(CachePreventFilter.java:30)
com.genesyslab.uadthin.filter.UTF8Filter.doFilter(UTF8Filter.java:127)
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That means that your agent closed the RecordHandle by:
1. Sending RecordProcessed event
2. Putting himself in Ready
Or because you didn't configure OCS Record_Process option
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Now I have a new problem.
When I use preview dialing mode, I can an OutboundChain Instance, everthing works well,
but when I use predictive dialing mode, there is always a nullpointexception, that means I can't get an outboundchain instance.
does this have anything to do with the option "record_processed" parameter?
The following is from outbound contact 7.2 deployment guide about 'Record_processed' option:
This option is used only in Predictive and progressive dialing modes.
In the preview dialing mode, outbound contact server updates a record only after receiving a recordProcessed event from a desktop, regardless of whether the record_processed option is set to true or false.
Actually, I am not very clear about this.
Kevin
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You have to use the Record Process event in order to update the fields.
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I use the following codes to update custom fields.
29: OutboundChain myOutboundChain = myOutboundService.getChain(interaction);
30: OutboundRecord myOutboundRecord = myOutboundChain.getActiveRecord();
31: myOutboundRecord.setCustomField("WrapUpCode",wrapUpCode);
but when I use predictive dialing mode, I can't get the instance of OutboundChain, then there is always a nullpointerexception on 31.
these codes work for preview dialing mode.
Kevin
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Kevin,
Is the call really outbound call generated by OCS?
R.
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yes, it's outbound call generated by OCS.
Now, it seems working properly. I made some stupid mistake. Anyway, it's fixed.
thank you very much ,rene, and Cavagnaro.
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[quote author=kevinwang link=topic=5472.msg23924#msg23924 date=1271870059]
I use the following codes to update custom fields.
29: OutboundChain myOutboundChain = myOutboundService.getChain(interaction);
30: OutboundRecord myOutboundRecord = myOutboundChain.getActiveRecord();
31: myOutboundRecord.setCustomField("WrapUpCode",wrapUpCode);
but when I use predictive dialing mode, I can't get the instance of OutboundChain, then there is always a nullpointerexception on 31.
these codes work for preview dialing mode.
Kevin
[/quote]
I know this post is a few months old... But I'm trying to do this exact same thing and I can't seem to get it working. Can you tell me where you put these lines of code? Is it in the GAD custom.xml code?
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Hi,
This is Java code that must be placed either in Java class or JSP page.
R.
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[quote author=kevinwang link=topic=5472.msg23905#msg23905 date=1271793732]
I made some progress, I got the outboundrecord instance, and be able to get pre defined calling list filed value, but when I tried to setCustomField("WrapUpCode",a); there is an outboundserviceexception.
...
[/quote]
How did you get OutboundRecord instance? through InteractionVoiceOutbound.getActiveRecord() deprecated way?